“ We ’ re also working with them more in the customer experience scenario , led by Facebook with the creation of Meta . Our AR / VR platform Naka ( a Japanese word meaning to be in the middle of something ), is especially designed to have this kind of meta experience at scale .
We created an experience , for example , for an airline company , to train the ground staff to cope with different airports layouts and with aeroplanes composed of different components . The client can create more than 60 courses , just combining the different models ”, said Martorana .
Not replacing staff , but assisting them By providing conversational AI , businesses can handle a lot more traffic , a lot more conversations , with the same team they already have . This allows the human team to focus on the conversations that really require human talents , such as high empathy .
Bots can provide a really good experience for the final user , so they feel like they are speaking or chatting with a human , but Martorana says his team doesn ' t try to fool people .
“ We don ' t try to pretend there is a human being where there is not . If the client ( or the complexity of the problem ) demands it , we ’ ll redirect the conversation to a human .
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